Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul’s Hotel. Find out more and register now.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. That’s not true.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

ECXO

MAY 29, 2024

This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach. Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences.

Innovation 52

Innovation Culture e-support Feedback 52

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

Data 52

Data Leadership Innovation Industry 52

Forrester's Customer Insights

DECEMBER 13, 2021

Photo by Tobias Mockenhaupt on Unsplash The Fundamentals of Visionary Leadership – Continuity, Novelty And Transition Successful leaders inspire, motivate, and encourage their employees. They recognize the importance of communication and connection when it comes to gaining consensus and mobilizing change around their vision and strategies.

Leadership 48

Leadership Strategy Connections Communication 48

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Practice mindful leadership. “Leadership matters.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Forrester's Customer Insights

SEPTEMBER 29, 2021

In the Forrester/InfoWorld Enterprise Architecture Awards competition, we look for the most dramatic stories of EA’s strategic leadership and concrete business impact.

Innovation 49

Innovation Leadership Technology Government 49

CSM Magazine

MAY 14, 2024

Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption.

Self Service 52

Self Service Healthcare Innovation Employee Experience 52

Forrester's Customer Insights

APRIL 8, 2019

As you have heard from me before, in today’s age of the customer that is driven by digital transformations, to position your company for future market leadership you must prioritize tech-driven innovations that delivery net-new values to your customers.

Innovation 41

Innovation Leadership Marketing Company 41

Forrester's Customer Insights

NOVEMBER 22, 2021

“Space flight needs leaders who go beyond where they can’t see, into the unknown, pushing the envelope for what might be possible. They are not satisfied staying within the box or looking within their own horizon.” — Mark “Forger” Stucky (former Virgin Galactic lead test pilot) Look Beyond The Horizon To Be Future Fit There […].

Innovation 47

Innovation Leadership Technology Management 47

Experience Investigators by 360Connext

JUNE 13, 2023

Customer experience requires attention, discipline, and meaningful leadership. Why do we think that way about customer experience? Related: Download the CX Charter Guidebook CX Center of Excellence A Customer Experience (CX) Center of Excellence is another strategic option for organizations.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Forrester's Customer Insights

MARCH 4, 2020

At the PTC’20 conference earlier this year, I hosted a session with Asian finance investment leaders on why tech-driven innovations should be prioritized to ensure your company’s future market leadership.

Innovation 43

Innovation Conference Leadership Technology 43

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Paul's Hotel. Find out more and register now.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Forrester's Customer Insights

FEBRUARY 20, 2024

Those who have leadership responsibility for their organization’s technology portfolio will hear the relief in my voice when I say technology optimization now carries more weight as a key driver for efficiency, acceleration, and innovation than it ever has in the past.

Leadership 49

Leadership Innovation Technology 49

CloudCherry

JULY 31, 2019

By that, he means that companies don’t use the customer insights they gain to drive critical organizational changes. In time, as CX proves its merits, a path to centralized CX leadership will become available. What sets those innovators apart? Your organization can break the mold. 1: Set CX Up for Success.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

Experience Investigators by 360Connext

JUNE 1, 2017

As the Employee NPS goes up or down, the customer NPS is sure to follow. Employees are not just the front-line for your customers’ experiences. They are the front line for your leadership. Money talks, but so do customers. It’s listening to your customers. Stop talking about innovation, and just do it!

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Lumoa

MAY 5, 2022

How to develop and implement a Customer Experience strategy? Improved customer experience starts with the customer’s perspective. Developing CX leadership requires collaboration and communication with customers, employees, and partners. It requires openness and security.

Strategy 277

Strategy Customer Experience How To Analysis 277

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 55

Data Leadership Company Culture 55

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

CX Journey

FEBRUARY 18, 2016

Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." So was born what might appear to be another fad in the field of leadership. Plenty of books were written and conferences attended. But a focus on storytelling is reawakening.

Leadership 80

Leadership Innovation Customer Insights Tips 80

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . About Rachael. Assessing The Work To Be Done. Always remember that.

B2B 0

B2B Leadership Data Technology 0

ijgolding

APRIL 9, 2020

A tool that would allow you to instantly share that data, also known as customer insight, with the relevant stakeholders. A tool that integrates with your CRM in order to follow through on every single insight and align them to business metrics while validating the conclusions with real customer feedback – how is that for innovation?

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Alida

DECEMBER 20, 2017

Here’s a look at the stories that researchers, marketers, innovators and CX professionals were talking about this past year. Insight-driven businesses take off. Insight-driven businesses take off. According to Forrester, insight-driven businesses are on track to steal $1.2 The CX leadership gap widens.

Retail 154

Retail Study Innovation ROI 154

One Millimeter Mindset

DECEMBER 10, 2020

That is where your team’s most important voice of the customer insights reside: out of sight from the rest of the team. How might your own professional innovation be liberated from unconscious professional exclusion? You just need to develop the skills to lead more innovatively, no matter where you sit around the table.

Innovation 81

Innovation Consulting Meeting Leadership 81

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. Help to develop your unique Customer Experience, and creating innovative ideas, using design thinking and services design and other customer strategy design technics.

Customer Experience Professionals 153

Customer Experience Professionals CEM Customer Experience Customer Experience Management 153

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Arie Goldshlager. Barry Dalton. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

CSM Magazine

FEBRUARY 7, 2024

This is particularly valuable in fields like operations management, where decisions can have profound effects on efficiency, revenue, and customer satisfaction. Strengthening communication for effective leadership Good communication is the bedrock of efficient operations management and is also crucial in the realm of customer service.

Case Study 52

Case Study Course Study Customer Satisfaction 52

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program).

Tips 83

Tips Customer Insights Leadership Exercises 83

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! This nurtures gratitude for customer insights that set every growth effort on a success trajectory.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Customer Bliss

JUNE 1, 2017

Real-time data is a problem for customer experience. A whopping 95% of companies indicated they were “unable to make sense” of real-time customer insights. Companies are thus limited in their ability to serve or understand customers in real-time, which has a bottom-line impact. What can we learn?

Data 177

Data Technology Leadership Consulting 177

Forrester's Customer Insights

NOVEMBER 30, 2023

At the end of October, the Biden White House issued a comprehensive Executive Order on Artificial Intelligence, touching on topics such as advancing American AI leadership and encouraging AI innovation. Much of the 100 plus page document focuses on mitigating AI risk and promoting responsibility.

Leadership 30

Leadership Innovation Customers 30

CX Journey

JUNE 20, 2019

Agile working in practice As with most innovations, they have a mixed track record. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. What if both your customers and your insight team felt equally invested in your project?

Analytics 138

Analytics Culture Exercises Data 138